Please note that this site has updated features that do not run on older versions of Internet Explorer. For an optimal experience, please use another browser or the most recent version of IE.

Customer Success Mgr - Large Enterprise in Sydney at PayPal

Date Posted: 2/21/2021

Job Snapshot

Job Description

Fueled by a fundamental belief that having access to financial services creates opportunity, PayPal (NASDAQ: PYPL) is committed to democratizing financial services and empowering people and businesses to join and thrive in the global economy. Our open digital payments platform gives PayPal’s 375 million active account holders the confidence to connect and transact in new and powerful ways, whether they are online, on a mobile device, in an app, or in person. Through a combination of technological innovation and strategic partnerships, PayPal creates better ways to manage and move money, and offers choice and flexibility when sending payments, paying or getting paid. Available in more than 200 markets around the world, the PayPal platform, including Braintree, Venmo and Xoom enables consumers and merchants to receive money in more than 100 currencies, withdraw funds in 56 currencies and hold balances in their PayPal accounts in 25 currencies.

Job Description Summary Fueled by a fundamental belief that having access to financial services creates opportunity, PayPal (NASDAQ: PYPL) is committed to democratizing financial services and empowering people and businesses to join and thrive in the global economy. Our open digital payments platform gives PayPal’s 325 million active account holders the confidence to connect and transact in new and powerful ways, whether they are online, on a mobile device, in an app, or in person. Through a combination of technological innovation and strategic partnerships, PayPal creates better ways to manage and move money, and offers choice and flexibility when sending payments, paying or getting paid. Available in more than 200 markets around the world, the PayPal platform, including Braintree, Venmo and Xoom enables consumers and merchants to receive money in more than 100 currencies, withdraw funds in 56 currencies and hold balances in their PayPal accounts in 25 currencies. The Customer Success Manager is responsible for maintaining and strengthening Large Enterprise strategic relationships with key leaders and decision makers in merchant organizations. In this role, you would have full ownership of the commercial relationship and the overall strategic health of the merchant.

Role Purpose

The Customer Success Manager is responsible for maintaining and strengthening Large Enterprise strategic relationships with key leaders and decision makers in merchant organizations. In this role, you would have full ownership of the commercial relationship and the overall strategic health of the merchant.

With the ability to be a trusted advisor and strategic thought partner to merchants, you will proactively address strategic and product roadblocks to enable use of multiple PayPal products and mitigate merchant churn.  With a deep understanding of the Australian market, competitive landscape and payments industry, you will focus on driving ongoing value to PayPal’s largest Enterprise accounts.

Your success in this role will be measured through customer satisfaction, integration quality, sales opportunities, and decline/churn prevention. Customer Success Managers must know the company’s products inside and out and serve as the focal point for all operational support (technical, workflow, customer support, risk, billing, etc. issues).  

Why this is a fantastic opportunity

We are a purpose-driven company whose beliefs are the foundation for how we conduct business every day. Our One Team Behaviors demand that we hold the highest ethical standards, empower an open and diverse workplace, and strive to treat everyone who is touched by our business with dignity and respect. Our employees challenge the status quo, ask questions, and find solutions. We want to break down barriers to financial empowerment. Join us as we change the way the world defines financial freedom.

Key Experience  

  • Minimum 5 years of end-to-end merchant relationship management in either customer success or account management roles with complex, enterprise solutions to Fortune 1000 companies; 10+ years preferred
  • Multi-year track record of over-achievement proven through customer retention metrics
  • Proven track record of successfully managing multiple customers at the C-Level, developing opportunities and exceeding new business targets
  • Proven consultative servicing abilities and proven ability to work well in a matrix environment, collaborating across multiple departments and influencing all levels within an organization
  • Bachelor’s Degree or relevant experience required
  • Prior payments knowledge preferred
  • Success in a start-up experience and/or sales role a plus
  • Contract Management: Redlining, Compliance, commercial negotiations and guiding contract renewal or termination/expiration

Requisite Responsibilities:

Relationship management

  • Develop strategic relationships with merchant decision makers, including C-Level executives and product owners
  • Own end-to-end merchant relationship, including commercial relationship and managing the overall strategic health of the merchant
  • Utilize long-term relationships to probe and understand merchant's business and strategic priorities, partnering with merchants to develop strategy, build trust, and demonstrate value of PayPal
  • Develop customer success plan with key merchant contacts (Extensive experience in planning sales strategies to perform sales activities for clients effectively and accomplish project goals effectively)
  • Establish clear goals and milestones that you and the customer will be working towards
  • Develop and facilitate Quarterly Business Reviews with merchants – Face to face or Video Conference
  • Provides innovation that increases our net revenue, increases client retention, and is scalable to meet the client needs.
  • Monitor health of portfolio and complete monthly analysis of Growth, Decline, Risk, and Churn. Research any items that are out of the norm.  Outreach to merchants when additional information or steps are required or need to be considered.  
  • Keeps client informed of product roadmap; assists in execution of Go To Market plans for products that are relevant to partner and/or their merchant base
  • Drives to implementation; oversees quality and delivery of integration and marketing commitments.
  • Learns client’s pain points and wish list; understands priorities and urgency; communicates this knowledge to PayPal management; helps develop programs, products, training etc. that increase PayPal’s value to partner
  • Executing and providing supporting functions for contract requirements and project implementations as needed.
  • Updating and documenting all significant activities for clients into systems in a timely manner to track activities for future references.
  • Executing administrative meetings and events to educate and guide customers on products and services and its benefits to support client goals.

Proactive value delivery and churn prevention

  • Leverage technical domain expertise to uncover and address servicing roadblocks across full suite of products
  • Proactively deliver value to merchants through ongoing use and optimization of existing products (Identifies mutually beneficial opportunities to increase PayPal penetration; develops plan and coordinates cross functional team to bring opportunities to fruition )
  • Advocate for merchant with internal teams, including product, technical support, etc. to ensure long-term retention of merchants
  • Manage portfolio growth by reviewing merchant operating model and identifying expansion opportunities
  • Build credibility and influence stakeholders via continual delivery of value propositions tailored to merchant needs
  • Drive merchant retention through ongoing relationship management and churn mitigation/negotiation
  • Drive additional value by encouraging deeper feature adoption and explore opportunities to extend partnership
  • Serve as the product consultant and subject matter expert on PayPal operations processes, procedures and policies. 
  • Works with Integration and Certification teams to ensure that partner’s PayPal integrations are of high quality
  • Provide proactive education on Fraud/Risk best practices.  Discuss any additional velocity checks or other mitigation tools that may help reduce risk. 

Address servicing roadblocks and solution acumen

  • Proactively and effectively identify technical roadblocks to maximizing merchant value
  • Utilize domain knowledge and cross-functional partners to address technical roadblocks
  • Complete periodic underwriting review
  • Manage cross-functional teams (including TAMs) to execute servicing needs
  • Conduct and manage co-marketing campaigns
  • Make a highly positive impact on culture and team - work well with others, share learnings, build trust, and lead by example
  • Take ownership of situations affecting your customers and follow any issues through to completion.

Key competencies of an Enterprise Representative at PayPal

  • Trusted advisor and proactive partner - Create evangelists and advocates among your customer base
  • Demonstrate critical thinking skills – experience managing complex customer issues from inception through resolution
  • Ability to build strategic working relationships - Possess fantastic interpersonal skills and be strong leaders
  • Strong planner / organizer with have experience directing others
  • Ability to communicate, listen, and influence (Excellent written and verbal communication skills – past experience in an environment that required heavy client contact, documentation and follow up.)
  • Strategy, product, and technical acumen and expertise
  • Proficient in Microsoft Office Suite, specifically Excel and PowerPoint
  • Strong knowledge of Payments, customer service and industry practices
  • Generate and share educational resources, trainings, and best practices
  • Be self-motivated and effectively manage your workload
  • Ability to Think outside the box, consistently bring new ideas to the table.
  • Support Initiatives from other departments

Diversity is the catalyst of innovation. We’re committed to empowering talented people from every background and perspective to thrive. And we are proud to be recognized on Fortune’s 2018 list of Most Admired Companies.

Some more information on PayPal

Our latest Financials

https://www.paypal.com/us/webapps/mpp/about

The worlds most admired companies

http://fortune.com/worlds-most-admired-companies/

Our technology

https://www.paypal.com/stories/us?categoryId=developer


We're a purpose-driven company whose beliefs are the foundation for how we conduct business every day. We hold ourselves to our One Team Behaviors which demand that we hold the highest ethical standards, to empower an open and diverse workplace, and strive to treat everyone who is touched by our business with dignity and respect. Our employees challenge the status quo, ask questions, and find solutions. We want to break down barriers to financial empowerment. Join us as we change the way the world defines financial freedom.

PayPal provides equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, pregnancy, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, PayPal will provide reasonable accommodations for qualified individuals with disabilities. If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at paypalglobaltalentacquisition@paypal.com.

R0067192

CHECK OUT OUR SIMILAR JOBS

  1. Business Development Jobs
  2. Account Manager Jobs